In today’s omnichannel world, customers engage with brands across many different touchpoints both online and offline. This makes mapping the customer journey more complex for marketers. Customers expect seamless experiences across channels and devices. If the journey is disjointed, they will quickly become frustrated and take their business elsewhere.
This is where customer journey orchestration (CJO) comes in. CJO platforms empower marketers to optimize the customer experience by:
- Identifying pain points in the journey where customers struggle
- Orchestrating personalized interactions to delight customers
- Responding quickly to changing customer needs and expectations
With CJO, marketing is no longer limited to siloed campaigns. You can take an outside-in approach starting from the customer perspective. This results in increased satisfaction, loyalty, and advocacy.
According to a recent Forrester study, 65% of marketers plan to increase spend on CJO platforms in the next year. But with many solutions now available, how do you choose the right one?
That’s where our MarTech guide comes in. This comprehensive report profiles leading platforms and provides actionable insights to guide your buying process including.
Visit Digital Marketing Depot to download Customer Journey Orchestration Platforms: A Marketer’s Guide and learn how to connect journeys, increase loyalty, and drive growth.
The post Why marketers should care about customer journey orchestration appeared first on Search Engine Land.